Billing & Refund Policy

About This Policy

At Mockwin Technologies Private Limited ("Mockwin", "we", "our", or "us"), we are committed to delivering high-quality, reliable AI recruitment and mock interview services. This Global Billing and Refund Policy outlines the financial terms, subscription mechanics, and the specific conditions under which refunds may be granted for both B2C (Candidates) and B2B (Organisations) customers. Effective Date: April 2026 | Last Updated: April 2026 | Website: https://www.mockwin.ai | Contact: billing@mockwin.ai

Acceptance

By purchasing a subscription, adding account credits, or entering into a service agreement with Mockwin, you accept the terms outlined in this policy.

1.1 Payment Methods

Mockwin accepts major credit cards, debit cards, UPI (for Indian users), and select global payment gateways (e.g., Stripe, Razorpay). For enterprise B2B customers, invoicing and wire transfer options are available subject to contractual agreement.

1.2 Subscription Plans

Mockwin offers the following types of paid access:

• B2C Candidate Plans: Monthly and annual subscription plans, as well as pay-as-you-go credit packages for individual mock interviews and assessments.
• B2B Organisation Plans: SaaS subscription plans (monthly or annual) based on the number of interview slots, recruiter seats, and feature tiers. Enterprise customers may negotiate custom plans via a Master Services Agreement (MSA).

1.3 Auto-Renewal

To ensure uninterrupted service, all subscription plans (monthly and annual) are set to automatically renew at the end of the current billing cycle. Your payment method on file will be charged the applicable subscription fee automatically unless you cancel prior to the renewal date. We will send a reminder email at least seven (7) days before each renewal.

1.4 Taxes and Currency

All fees are stated exclusive of applicable taxes (such as GST, VAT, sales tax, or local levies) unless otherwise specified at checkout. Taxes will be calculated and added at checkout based on your billing location. Transactions are processed in the currency stated at checkout (primarily USD, EUR, or INR). Currency conversion fees imposed by your bank or payment provider are your responsibility.

1.5 Price Changes

Mockwin reserves the right to modify pricing and subscription tiers. Any price changes will be communicated to active subscribers at least thirty (30) days prior to their next billing cycle, allowing users sufficient time to cancel if they do not agree to the new rates. Price increases will not apply to your current billing cycle.

Infrastructure Costs

Mockwin utilises advanced artificial intelligence models, deep learning networks, and intensive cloud-based video and audio processing (GPU compute). These infrastructure operations incur immediate, significant, and unrecoverable costs the moment an interview or assessment is initiated.

Non-Refundable Policy

Because of these underlying compute costs, all purchases, subscriptions, and credit top-ups are strictly non-refundable, except as explicitly outlined in Section 3 of this policy.

Case-by-Case Evaluation

We evaluate refund requests on a case-by-case basis. Refunds or account credits will only be considered under the following limited circumstances:

3.1 B2C Candidates (Pay-As-You-Go and Consumer Subscriptions)

• The 48-Hour Unused Rule: If you purchase a subscription or interview credits and request a refund within forty-eight (48) hours of the initial purchase, AND you have not initiated or consumed any AI services (i.e., you have not started a mock interview, uploaded a resume for parsing, or generated an AI report), we will issue a full refund.
• Proven Technical Failure: If a systemic bug or platform outage completely prevents you from completing a mock interview, and our technical support team is unable to resolve the issue within seventy-two (72) hours of your support ticket submission, we will issue a full refund or equivalent account credit at your choice.

3.2 B2B Organisations (SaaS Plans and Enterprise)

• SLA Breaches: For enterprise clients with custom Service Level Agreements (SLAs), financial recourse for downtime or service degradation will be handled via Service Credits applied to future billing cycles, rather than cash refunds, as stipulated in the specific Enterprise Master Services Agreement (MSA).
• Material Breach of Contract: If Mockwin fails to deliver the core functionality promised and fails to cure such material breach within thirty (30) days of written notice from the B2B customer, a prorated refund for the remainder of the prepaid subscription term may be issued.

3.3 Billing Errors (All Users)

If you are charged multiple times for the same transaction due to a system error, or if you are charged after receiving a confirmed cancellation acknowledgment prior to the renewal date, we will refund the erroneous charge in full.

3.4 Consumer Protection Overrides

Nothing in this policy restricts your statutory consumer rights. If you are located in a jurisdiction that grants mandatory cooling-off periods or other refund entitlements (e.g., the EU Consumer Rights Directive provides a fourteen-day withdrawal right for distance contracts), those statutory rights shall apply in addition to the provisions above. To exercise such rights, contact billing@mockwin.ai within the applicable statutory period.

Refunds Will Not Be Issued For

To ensure clarity, refunds will strictly not be issued under the following scenarios:

• Consumed Services: Once an AI assessment or mock interview has been initiated, the compute cost is incurred, and the associated credits or subscription value cannot be refunded.
• Dissatisfaction with AI Results: Mockwin's AI acts as an evaluative decision-support tool. Disagreement with your generated score, behavioural feedback, or failure to secure a job offer is not grounds for a refund.
• Partial Billing Cycles: If you cancel a subscription mid-cycle, you will not receive a prorated refund for the remaining days. You will retain access to your paid tier until the current billing cycle expires.
• Unused Credits at Expiry: Unused interview credits expire at the end of your billing cycle or as explicitly stated at the time of purchase. Expired credits are non-refundable and do not roll over unless the specific plan terms state otherwise.
• Account Violation or Ban: If your account is suspended or terminated due to a violation of our Terms of Service (e.g., cheating, using deepfakes, data scraping, harassment), no refunds will be provided for any prepaid amounts or unused credits.
• Third-Party Issues: Refunds will not be issued for issues caused by your internet connection, hardware, browser compatibility, or third-party software conflicts.

How to Cancel

You may cancel your subscription at any time to prevent future charges.

• How to Cancel: Navigate to your Account Dashboard → Billing & Subscriptions → "Cancel Subscription". Alternatively, email billing@mockwin.ai.
• Effect of Cancellation: Cancellation stops the next automatic payment. It does not retroactively refund the current payment. You will continue to have access to your paid features until the end of your current billing period.
• Confirmation: You will receive an email confirming your cancellation and the date your access will revert to the free tier.

Free Trial Terms

If Mockwin offers a free trial period for any plan:

• You will not be charged during the trial period.
• If you do not cancel before the trial ends, your payment method will be automatically charged at the standard subscription rate.
• We will send a reminder email at least three (3) days before the trial expires.
• Each user is eligible for one free trial per plan. Attempts to create multiple accounts to exploit free trials may result in account termination.

Dispute Resolution

We urge all users to contact our support team to resolve billing issues before initiating a chargeback with their bank or credit card provider.

• Account Suspension: If a chargeback or payment dispute is filed, Mockwin reserves the right to immediately suspend the associated account pending the resolution of the dispute.
• Fraudulent Chargebacks: Initiating a chargeback for services that have demonstrably been rendered and consumed constitutes friendly fraud. Mockwin reserves the right to dispute the chargeback with the issuing bank using system logs, IP data, and processing records.
• Resolution: If the chargeback is resolved in Mockwin's favour, the account will be reinstated. If resolved in your favour, the refund amount will be honoured.

Refund Request Steps

If you believe your situation qualifies for an exception under Section 3, please follow these steps:

• Email: Send an email to billing@mockwin.ai.
• Subject Line: Use the format: Refund Request – [Your Registered Email Address].
• Include the transaction ID or invoice number.
• Include the date of purchase.
• Provide a detailed, factual explanation of why you are requesting a refund.
• Attach screenshots or error logs if claiming a technical failure.

Review Timeline

Our billing team reviews all requests within three (3) to five (5) business days. If approved, refunds are processed back to the original payment method. Depending on your financial institution, it may take five (5) to ten (10) business days for the funds to appear on your statement.

Policy Updates

Mockwin reserves the right to modify this Billing and Refund Policy at any time. Changes to this policy will be communicated via email to active subscribers and will apply to purchases made after the updated policy's effective date. Material changes to refund terms will not retroactively affect existing purchases.

Billing Support

For billing inquiries, refund requests, or payment issues, please contact:

• Entity: Mockwin Technologies Private Limited
• Department: Billing Department
• Email: billing@mockwin.ai
• General Support: support@mockwin.ai
• Website: https://www.mockwin.ai